At Wayfair, We Believe That A Great Customer Experience Combined With A Supportive Staff System Has Resulted In An Award-Winning Customer Service Team.

It's Not Just About Making Another Phone Call, It's About Enabling Our Clients To Create Spaces That Reflect Who They Are, What They Want, And What They Value. You Will Play A Critical Role In Delivering The Best Classroom Experience When It Matters Most. Wayfair Will Provide You With The Training, Tools, And Decision-Making Capabilities Necessary To Help Our Customers Find The Best Solutions For Them. You Will Compassionately Assist Customers With Various Post-Order Issues Such As Shipping Questions, Damages, Returns, Replacements, Assembly Services, And Notifications.

There Is No Script. There Is No Standardized Response. These Are Good Relationships With People Where You Will Feel Valuable. Wayfair Will Invest In You Through Continuous Development and Career Opportunities And Surround You With A Great Team.

 What Does A Service Representative Do?

Demonstrate Reliability: Attendance And Commitment To Being Present And On Time For Your Full Day's Work Is Very Important. This Helps Ensure That We Are Ready And Willing To Help Our Customers When They Need Us Most. In The Event Of Unforeseen Events Or Issues, We Ask Our Representatives To Be As Diligent In Communication And Planning As Possible.

Handle A Large Volume Of Contacts: You Will Handle Approximately 50-60 Phone Calls Per Shift. This Is A Fast-Paced, Highly Structured Environment. There Is A Short period In This Position As You Are Often Called To Order During Your Shift.

Meet Our High Bar: You Will Work To Exceed Customer Satisfaction, Excel In Meeting Customer Service Performance Metrics And Other Assigned Duties.

Clients Work Professionally: You Need To Have A Passion For People. You Will Be The Voice Of Wayfair And Work To Build Relationships With Customers Who Contact Us Through Inbound Phone Calls, Chat, And Email. Topics Can Range From Returns, Replacements, Deliveries, Product Availability, Notifications, Etc.

Listen Carefully And Empathize: You Must Listen Carefully To Understand The Customer's Concerns And Invest Internally To Find The Best Solution To Solve Their Problems Effectively.

Reduce Customer Anxiety: Most Customers Contact Us Because They Have Experienced A Problem And Need Your Help. You Will Use Your Conflict Management Skills To Balance The Client's Needs With The Company's Options While Maintaining A Professional Balance At All Times.

Troubleshooting: Solutions Are Not One-Size-Fits-All, So Customer Service Representatives Don't Read Scripts That People Have Studied First. You Will Benefit From A Level Of Independence To Help Clients Find The Right Solution. You Will Need To Think Critically To Solve Customer Problems Using The First Contact Resolution Method.

Be Tech-Savvy And A Multi-User: You'll Need To Be Able To Navigate Multiple Browsers, Tabs, Devices, And Screens To Answer Questions Quickly And Efficiently. A Good Customer Service Representative Will Be Computer Literate, Able To Navigate Technology Effectively Daily And Enjoy Learning New Programs.

Raise System Issues: Help Us Keep Moving Forward. You Will Identify Areas Where Improvements Are Needed On Behalf Of Wayfair Customers And Share Any Steps With Management.

What Are The Requirements?

• You Must Be 18 Years Of Age Or Older. You Must Have A High School Diploma, GED, Or Equivalent.
• You Must Be Able To Read, Write, And Understand The Following Languages: Spanish And English. Working Knowledge Of Windows Operating System Or Equivalent.
• Wayfair Wants To Ensure Your Success, Which Is Why Our Training Is 100% Mandatory.
• We Cannot Take Into Account Late Arrivals, Holidays, Or Late Arrivals At This Time.
• Qualified Candidates Will Be Required To Complete A Thorough Screening To Proceed To The Interview Process.

Assistance For People With Disabilities

Wayfair Is Committed To Providing Equal Opportunities To All People, Including People With Disabilities. As Part Of This Commitment, Wayfair Will Make Reasonable Accommodations To The Physical Or Mental Limitations Of Qualified Individuals With Disabilities, Unless Doing So Would Cause An Unreasonable Hardship In Employment. Business. If You Need Reasonable Accommodation To Participate In The Application Or Interview Process, Please Let Us Know By Completing Our Application Form.

Job Benefits:

• Health Care And Insurance: Wayfair Can Provide Health, Dental And Vision Insurance For Its Employees And Their Families. These Plans May Include Coverage For Medical Expenses, Prescription Drugs, Dental Procedures, And Vision Care.
• Retirement Plans: Wayfair May Offer Retirement Savings Options, Such As A 401(K) Plan, As Well As Potential Company Contributions. These Plans Allow Employees To Save For Their Future And Receive Employee Benefits To Help Them Grow Their Retirement Savings.
• Vacation: Wayfair Can Offer Several Paid Vacation Options, Including Vacation Days, Sick Days, And Holidays. PTO Amounts Can Vary Based On Position, Degree, And Other Factors.
• Employee Discounts: Working With An E-Commerce Company Like Wayfair Can Come With Employee Fees And Products Sold On The Platform, Which Can Be Interesting Especially If You Are Interested In Goods. House And Furniture.
• Wellness Programs: Wayfair May Offer Wellness Programs To Support The Health And Well-Being Of Employees. These Programs May Include Fitness Classes, Fitness Challenges, And Fitness Tests.
• Educational Assistance: Some Companies, Including Wayfair, Offer Scholarships To Employees Who Want To Further Their Education Or Develop New Skills.
• Career Development: Wayfair May Provide Opportunities For Career Advancement And Growth, Which May Include Training And Development Programs.
• Flexible Work Arrangements: Wayfair May Offer Flexible Work Arrangements, Such As Remote Work Options Or Flexible Hours, Depending On The Nature Of The Work.
• Employee Recognition Programs: Companies Often Have Programs To Recognize And Reward Outstanding Employee Performance And Contributions.
• Employee Assistance Programs (Eaps): Eaps Are Designed To Support Employee Welfare By Providing Resources And Counseling Services For A Wide Range Of Personal And Employment Issues.